Activate Virtual Agent for Customer Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.

    Before you begin

    The Virtual Agent plugin (com.glide.cs.chatbot) must be activated. If the Virtual Agent isn’t currently activated, contact ServiceNow to activate it.

    Role required: admin

    Procedure

    Activate the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent) to access the predefined Customer Service topics.